AinoHome — Returns and Refund Policy

Last updated: 11 September 2026

We want you to be completely satisfied with your purchase from AinoHome. This policy explains your rights under Finnish and EU consumer law, and how we handle returns, withdrawals, and refunds.

Your Statutory Right of Withdrawal (14 Days)

This policy applies to consumers purchasing products for personal use. If you are a business customer, please refer to our Terms of Service. As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

When Does the Withdrawal Period Start?

The 14-day period begins on the day you (or a third party you designate, other than the carrier) receive the goods. If your order consists of multiple goods delivered separately, the period starts when you receive the last item. For goods consisting of multiple lots or pieces, it starts when you receive the last lot or piece.

How to Exercise Your Right of Withdrawal

To withdraw from your purchase, you must send us a clear statement of your decision. You can:

• Use our withdrawal function on our website (available from 19 June 2026, as required by EU law).
• Use the model withdrawal form (available at the bottom of this policy or by request).
• Email us at info@ainohome.fi with a clear statement that you wish to withdraw.

Merely returning the goods does not count as withdrawing from the contract. You must notify us of your decision first.

What Happens After You Withdraw

• You must send the goods back to us without undue delay and no later than 14 days from the day you notified us of your withdrawal.
• We will refund all payments we received from you, including the cost of the cheapest standard delivery option we offered, within 14 days of receiving your withdrawal notice.
• We may withhold the refund until we have received the goods back or you have provided proof of having sent them back, whichever is earlier.
• Refunds will be made using the same payment method you used for the original transaction.

Return Shipping Costs

You are responsible for the direct cost of returning the goods, unless we have agreed otherwise. If you selected a more expensive delivery option than our cheapest standard delivery, we will only refund the cost of the cheapest standard option.

Important: If we had failed to inform you before your purchase that you would bear return shipping costs, you would not have to pay them. We have provided this information clearly below.

Condition of the Goods

You are entitled to inspect the goods as you would in a physical store. You may handle and examine the goods to determine their nature, characteristics, and functioning. However, you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

If you have handled the goods more than necessary, we may deduct an amount from your refund to reflect the diminished value. This does not apply if we failed to inform you of your right of withdrawal.

Our Voluntary Extended Return Window (30 Days)

In addition to your statutory 14-day right, we voluntarily offer a 30-day return window from the date of delivery. This is a goodwill extension and does not replace or limit your statutory rights.

To use this extended window:

• You must notify us within 30 days of receiving your goods.
• The same condition requirements apply as above (you remain liable for diminished value from excessive handling).
• Return shipping costs remain your responsibility.
• Refunds will be processed within 14 days of our receipt of the returned goods.

If you wish to withdraw under your statutory 14-day right, the statutory rules described above always take priority and cannot be limited by this voluntary extension.

How to Start a Return

Email us at: info@ainohome.fi

Please include:

• Your order number
• Your name and address
• The item(s) you wish to return
• Whether you are exercising the statutory 14-day right or the voluntary 30-day return

Return address:

[INSERT RETURN ADDRESS]

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Aino Home c/o Tanalog Oy, Lutherinkatu 2 B 13, 00100 Helsinki, info@ainohome.fi

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on: ________________

Received on: ________________

Name of consumer(s): ________________

Address of consumer(s): ________________

Signature (only if notified on paper): ________________

Date: ________________

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately at info@ainohome.fi so we can evaluate the issue and make it right. This is separate from your right of withdrawal and does not affect it.

Exceptions: When the Right of Withdrawal Does Not Apply

Your statutory right of withdrawal does not apply to the following types of goods:

• Goods made to your specifications or clearly personalized (e.g., custom-printed items)
• Goods that spoil or age rapidly (e.g., perishable food, certain pet treats)
• Sealed goods that cannot be returned for health or hygiene reasons, and which you have unsealed after delivery (e.g., opened pet hygiene products, opened personal care items with a hygiene seal)
• Sealed audio, video, or computer software recordings that you have unsealed

Important: The hygiene exception applies only to sealed goods that are genuinely unsuitable for return due to health or hygiene reasons and which you have unsealed. We cannot refuse returns for hygiene reasons on items that are not sealed or that can be safely resold after return.

Sale items and gift cards: We do not accept returns on sale items or gift cards. This limitation applies only to the voluntary 30-day return window; it does not override your statutory 14-day right of withdrawal.

Exchanges

The fastest way to exchange an item is to:

1. Return the original item (following the process above).
2. Place a new order for the item you want.

We will process your refund for the returned item once we receive it.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund is approved.

If approved, we will refund the purchase price (and the cheapest standard delivery cost, if applicable) using your original payment method. Refunds will be processed within 14 days of receiving your withdrawal notice, or if later, within 14 days of receiving the returned goods. We may withhold the refund until we have received the goods back or you have provided proof of return.

Please note that your bank or credit card company may take additional time to post the refund to your account.

Questions

If you have any questions about returns or refunds, contact us at:

Email: info@ainohome.fi

Legal Note: This policy is governed by the Finnish Consumer Protection Act (Kuluttajansuojalaki, Chapter 6) and EU Directive 2011/83/EU on Consumer Rights. Mandatory consumer protection provisions always take precedence over any conflicting terms in this policy.